Desiree Tano

• Answers multi-line telephone system to aid owners and guests, direct callers and take messages.
• Welcome owners to property
• Process arrival and departure of owners and their guests
• Create, modify and cancel Owner reservations
• Work with engineering and housekeeping on work order requests
• Assist with realtor requests by checking to see if unit is available and logging access in logbook
• Process credit card payments for reservation requests
• Assist owners in understanding financial statements
• Process monthly credit card payments for statement balance owed
• Add pricing to all engineering and housekeeping repair and replacements tickets
• Explain Rental Program to owners and potential buyers
• Inspect units that will be on MGM rental program and assist in processing rental paper works
• Process change of Third Party Property Management forms received, ensuring they are completed correctly and all forms are received
• Update Owner contract accordingly
• Process all change of Housekeeping Management forms received
• Communicating with engineering to ensure unit is added to Housekeeping Managements master keys
• Update owner contract accordingly
• Change Contract template when needed from Own to Independent, Rental
• Post fees for engineering and housekeeping repair and replacements tickets to owner statements
• Post water bottle fees to guest folios and charge credit card on file
• Communicate with accounting regarding owner EFT request, FF&E adjustments, tax forms and title checks
• Complete inventory of packages received for owners/guests
• Process all packages received for owners/guest
• Place message in opera to notify owner/guest in their unit that a package has been received
• Knowledgeable of the CC&R's and bylaws for the property
• Process all mail received and place guest mail in guest files, inter office departmental mail
• Process new Deeds verifying new ownership
• Change ownership in Opera by ending previous contract and creating new contract for new deeded owner
• Process insurance received for each unit
• Update contact in Opera and Owner information is Asgard.
• Typed up professional business correspondence, reports and other documents.
• Logged guest interactions via email, phone and in-person in computer system.
• Maintained high level of professionalism and discretion when dealing with owners and guests.

• Analyze and provide feedback on text, web pages, images, videos and other types of information for leading search engines using online tool.
• Raised descriptive, concise and useful defect reports and quality standards to showcase testing process.
• Read, interpreted and followed written test instructions and procedures to accurately test products.

I was able to fulfill different positions during my employment with Robinhood Financial.

Customer Relations Manager

• Responsible for providing exceptional customer relations support for our online FInancial Services client via Email
• My role is not only to help our client’s customers with their issues supports needs, but to ensure exceptional customer by demonstrating a true passion for serving customer while resolving their issues through email interaction.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.

Security Specialist

• I review cases that are escalated to in regards to customers suspicious account activity
• Implement account restrictions and gather information to further review and possibly lift account restrictions
• Cases are handled over email and if needed I speak with customer via phone call.

Crypto Specialist

• Supported clients with crypto trading inquiry

SME Floor Consultant

• Assist my coworkers if they have questions about their cases to ensure the details and information provided are correct in order to meet our customers needs.
• Supported teams in continuous delivery of quality service

• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Collected room deposits, fees, and payments.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Used internal software to process reservations, check-ins and check-outs.
• At the end of my shift, I balance my bank and drop off the cash I collected and make sure I have the proper denominations for my bank
• Greeted visitors and guest upon arrival, offered assistance, and answered questions to build rapport and retention.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Developed and maintained positive relationships with guests for satisfaction.
• Trained new staff members in customer service techniques and hotel operations.

• Assist the guest face to face with hospitality, give them a seat in the waiting area, prepare their computers, assist them to their station, give information as to what they are going to watch, how long is going to take and what they are going to do in a polite manner
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customers inquiry.
• Responded to customer requests for products, services, and company information.

• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Making sure they get good customer service experience by resolving their issues and making sure all their questions are answered
• Managed to de-escalate supervisor calls before they became escalations
• Other duties performed were as follows: Card Replacements, Filling disputes, balance inquiries, address updates, customers date of birth changes, submitting check cash out requests, card activations, unlocking cardholder accounts and provide floor support to new agents coming on board as well as answer any questions they may have to assist cardholders.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Developed customer service policies and procedures to meet and exceed industry service standards.

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Collected room deposits, fees, and payments.
• Used internal software to process reservations, check-ins and check-outs.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Promoted hotel brand's loyalty program via social media, email and direct mail.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Developed and maintained positive relationships with guests for satisfaction.

• Manage large volumes of calls in friendly and courtesy manner to our company’s customer from Australia, provide them with information regarding our products and services
• In addition, we deal with customers complaints and inquiries regarding their telephone line and help them resolve
• Make documentation of the interaction made with customer during the call
• Provide customer satisfaction survey at the end of the call.